“If the freedom of speech is taken away then dumb and silent we may be led, like sheep to the slaughter.” -George Washington This week marks the 250th year of the USA's birth. An impressive milestone to be sure when you consider the many obstacles, including wars, natural disasters, and all of our differences and … Continue reading Celebrate the voices.

We all want happiness, but by chasing it, we short-circuit Mother Nature. As humans, we are wired to increase our happiness not by trying to make ourselves happy but by helping others to be happy.  Experts say that performing acts of kindness boosts our mood and ultimately makes us more optimistic and positive. It works … Continue reading The Pursuit of Happiness Is, Ironically, Not About You

In my ongoing effort to read the entire oeuvre of Tom Peters, I recently read his 1997 book, The Circle of Innovation: You Can't Shrink Your Way to Greatness. I was initially drawn in by its provocative design that breaks from standard management literature by creating a cool, arty, magazine-like vibe using bold graphics and … Continue reading BOOK REVIEW: The Circle of Innovation by Tom Peters

“Courtesies of a small and trivial character are the ones which strike deepest in the grateful and appreciating heart.” -Henry Clay The dictionary says courtesy is the showing of politeness in one's attitude and behavior towards others; a considerate act. Tom Peters, that maverick preacher of the gospel of human excellence, often tells the story … Continue reading The Impact of Courtesy Over Credentials

Based on my experience and study of compassion and service, I have identified a spectrum of behavior levels related to kindness, which can be summarized as follows: Apathy - demonstrated as indifference, i.e., “I don’t care.” Sympathy - demonstrated as concern, i.e., “I’m sorry.” Empathy - demonstrated as connection, i.e., “I know how you feel.” … Continue reading Embracing Service Over Apathy: The Kindness Spectrum and a Thriving Workplace

One of the easiest things you can do to provide great service is to show customers that their problem is as important to you as it is to them. How do you do it? First, you have to do what you do at a railroad crossing: stop, look, and listen. Stop what you are doing. … Continue reading Great service makes people matter. Four simple things can do that.